assignment 2 challeging conversations
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Sault College *
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2011
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Communications
Date
Feb 20, 2024
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docx
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4
Uploaded by ConstableCheetah10323
Name: Kritika Singh
Student Id: 23040795
Teacher Name: Amal Rezk
Communication for Healthcare Professionals (BSC02)
Topic: Challenging Conversations Recap 1). The best approach difficult conversations and feedback with team members at all organizational levels are:
● Managing challenging conversations and providing constructive criticism are essential to preserving a positive and productive work atmosphere. You may navigate these discussions at all organizational levels by taking the following actions:
a. Prepare in Advance:
Obtain pertinent data and examples to bolster your arguments before the discussion. Recognize the particular actions or circumstances that you wish to address. This
preparation guarantees that your viewpoint is impartial and clear (
Stone, D., Patton, B., & Heen, S. (2010).
b. Choose the Right Time and Place:
To maintain privacy and reduce interruptions, choose a quiet and cozy setting. The timing is crucial; pick a time when everyone can concentrate without
feeling pressured.
(
Patterson, K., Grenny, J., McMillan, R., & Switzler, A. (2011
).
c.
Open with Empathy:
Recognize the viewpoint and emotions of the other person before you start a conversation. To communicate your thoughts and feelings without placing blame or making accusations, use "I" phrases
.
(
Covey, S. R. (2004).
d. Be Specific and Objective:
Give precise, unambiguous instances of the aforementioned performance or conduct. Remain true to observed facts and avoid assuming or generalizing. (
Fisher, R., Ury, W., & Patton, B. (2011
).
e. Active Listening: Permit the other person to share their thoughts and emotions. Summarize what they say to show that you understand them in order to engage in active listening.
(
Rogers,
C. R. (1951).
f. Collaborative Problem-Solving:
Put your collective efforts into coming up with answers. To urge the other person to participate in the conversation and provide suggestions for improvement, use open-ended questions. (
Heen, S., & Stone, D. (2014).
g. Set Clear Expectations:
Express future expectations in a clear and concise manner. Establish clear goals, deadlines, and support systems to aid in the person's improvement. (
Lencioni, P. (2012).
h. Follow-Up:
Arrange follow-up sessions to monitor development, offer continuous assistance, and recognize advancements. Maintaining a pleasant connection and ensuring that
expectations are met are made easier with regular communication
.
(
Goldsmith, M., & Reiter, M. (2010).
2) Definition of Difficult conversation:- A discourse involving sensitive or difficult subjects that might contain conflicting viewpoints, strong feelings, or possible confrontations is referred to
as a tough chat. These discussions frequently cover topics like worries about performance, disagreements between people, organizational changes, or personal situations that need to be handled carefully in order to be resolved. Empathy, cooperative thinking, good communication, and attentive listening are all necessary for negotiating challenging talks. (
Stone, D., Patton, B., & Heen, S. (2010).
3) Potentially Challenging Discussion:
Consider a situation where a team member routinely misses deadlines, causing delays in the project's completion date. To guarantee the success of the team, it is imperative that you, as the
team leader, address this issue with the person.
Method of Communication:
Prior to the discussion, compile concrete instances of missed deadlines and their possible effects on the project. Create a strategy for dealing with the problem in a positive way. (
Stone, Patton, & Heen, 2010).
Select the Appropriate Time and Location:
Arrange a private appointment with the team member so that you can talk about the issues in peace and quiet. Select a time when everyone can concentrate on the discussion. (
Patterson et al., 2011).
Show Empathy by Being Open:- Start the discussion by acknowledging that you recognize the
possible difficulties the team member may face. (
Covey, 2004).
Make sure you are clear and precise:
Give specific instances of deadline misses and the effects they had on the team and the project. Rely on verifiable facts instead than conjecture. (
Fisher, Ury, & Patton, 2011).
Active Listening: Give the team member the opportunity to express their viewpoint on the difficulties they are facing. To show that you understand them, use active listening by summarizing and paraphrasing what they have said. (Rogers, 1951
)
Provide a reference for collaborative problem-solving:
Include the team member in identifying ways to solve the problems. To encourage them to participate in the conversation and provide suggestions for improvement, use open-ended questions. (
Heen and Stone (2014)
Establish Unambiguous Expectations:
Express expectations for future deadline compliance in a clear and concise manner. Establish clear guidelines, deadlines, and support systems to ensure the team member's success
.
(
Lencioni, 2012)
Follow-Up: Arrange follow-up sessions to monitor development, offer continuous assistance, and recognize advancements. Maintaining a pleasant connection and ensuring that expectations are met are made easier with regular communication.
(
Goldsmith & Reiter, 2010)
Analysis: In this hypothetical situation, communication is approached through a combination of active listening, empathy, and a cooperative problem-solving mindset. The leader seeks to promote a good conclusion and enhance performance by approaching the problem in a constructive and understanding manner, offering concrete examples, and involve the team member in coming up with solutions
.
3) Difficult conversation that you experienced in the past.
What was done well:
In the hypothetical difficult conversation, several effective communication strategies were employed:
Active Listening: Exhibited the capacity to actively listen by giving the team member's point of view an uninterrupted opportunity to be heard and by summarizing or paraphrasing it to demonstrate understanding. (
Rogers, 1951
)
Provide a reference for collaborative problem-solving: Encouraged the team member to participate in the conversation, included them in problem-solving, and offered suggestions for how the issue could be improved cooperatively.
Working together to solve problems:
Encouraged the team member to participate in the conversation, got them involved in solving problems, and made suggestions for how the two of you might work together to make things better. (
Heen & Stone, 2014).
What could be done differently:
While the approach was generally positive, there are areas for potential improvement:
Harmony between Assertiveness and Empathy:
Make sure your aggressiveness and empathy are in harmony. It's important to show empathy and understanding, but it's also critical to confront the performance issue head-on and make expectations very clear. (
Covey, 2004)
Increase the Amount of Positive Reinforcement
: Increase the amount of positive reinforcement by praising the team member for any accomplishments. This might encourage the
person to get well and help keep the atmosphere positive. (
Goldsmith & Reiter, 2010
).
5) The following two factors are important when engaging in difficult conversations
. Timing:
Timing: A challenging talk must be scheduled carefully as it can have a big impact on how well it is communicated. Selecting a suitable moment guarantees that both sides are emotionally ready and capable of concentrating on the discussion. For instance, starting a challenging conversation while someone is anxious, preoccupied, or distracted might cause them to become defensive or unresponsive. On the other hand, choosing a good time when everyone is relaxed and ready to focus maximizes the chance of a fruitful conversation. (
Patterson, K., Grenny, J., McMillan, R., & Switzler, A. (2011).
Location: Selecting a suitable setting for a challenging debate is equally crucial. By choosing a quiet, uncluttered area, you may reduce any possible interruptions or distractions and feel more private. Participants are more relaxed and may communicate freely in a friendly setting. Conversely, holding a contentious talk in front of a large group of people or in public may
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obstruct open communication and raise the possibility of miscommunication. As a result, the setting is crucial in fostering an environment that encourages successful communication. (
Patterson, K., Grenny, J., McMillan, R., & Switzler, A. (2011).
References:
Covey, S. R. (2004)
Covey, 2004
(
Fisher, Ury, & Patton, 2011)
Goldsmith & Reiter, 2010
Goldsmith, M., & Reiter, M. (2010).
(
Heen & Stone, 2014)
(Lencioni, 2012)
(Patterson, K., Grenny, J., McMillan, R., & Switzler, A. (2011).
(Rogers, 1951)
(Stone, Patton, & Heen, 2010).
(Stone, D., Patton, B., & Heen, S. (2010).